instrumentation and test systems
COMBINING
THE REAL AND
DIGITAL WORLD
FOR HIGH CUSTOMER PROXIMITY
How AVL Customer Services builds and deploys close relationships
with customers, anywhere in the world.
Effective Customer Service is about getting close to the customer and
understanding their issues as if they were your own. In order to support
our customers wherever they operate, AVL Customer Services for Testing
Solutions has developed a philosophy that enables them to act global and
think local.
“Our goal is to be accessible to our customers during their complete in-use
operating phase, anywhere in the world,” explains Jens Poggenburg,
Director Global Customer Services. “And the key to this is making the customer
feel close to AVL.” For Poggenburg, this idea of closeness has three
aspects. Firstly, that the customer can connect and work with us easily;
secondly that we understand our customers’ unique needs and processes;
and thirdly that we are there wherever and whenever support is needed.
“These three dimensions have different characteristics,” says Poggenburg,
“and by understanding our customers’ needs we can offer them the support
that is most appropriate to the challenges they are facing, in a way that is
seamless and straightforward.”
To meet this three-pronged goal, Customer Services has developed pillars
that complement each other and are tailored to customer requirements. The
first, which builds on our substantial global footprint, is the established –
perhaps more traditional – face of Customer Services. “Our first line of defence
is our physical presence,” explains Poggenburg. “We have a unique
global footprint, and this substantial human interaction has always been
and will always be a core asset of the AVL customer experience. But a lot
more is required than simply physical location in order to create a seamless
customer experience. Based on a survey of our customers we understand
that commitment is integral to a positive experience.”
2 4 DECEMBER 2018
Consequently, all core Customer
Service processes have been adapted
and designed to fulfil this goal, resulting
in the implementation of the case
management system, AVL eCase™,
in 2016. “When our customers have
need for support, it’s not so much
that we are able to answer all their
questions in the first attempt, but that
we take ownership of their issue.”
» OUR FIRST LINE OF DEFENCE
IS OUR PHYSICAL PRESENCE. «
J E N S POGGENBURG,
Director Global Customer Services